Lead CSR/Teller - Westnedge (Portage, MI) - Full Time

Fifth Third Bank • Portage, MI

1d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and performs the most complex Customer Service Representative duties with considerable independent judgment. The role is accountable for managing risk, following policies and procedures, protecting customer information, and contributing to a positive customer experience.

The position deepens customer relationships by listening to needs, following up on questions, resolving issues, and communicating clearly. It also supports financial center operations, including cash counts, FCA requests, balancing records, daily office responsibilities, and keeping current with bank policies and procedures. The Lead CSR/Teller helps train newly hired Customer Service Representatives and serves as a leader and resource for customers and the platform team.

The position is based in a normal office environment and involves extensive cash handling and viewing computer screens. Scheduling flexibility is required.

Requirements

• High school diploma or GED.
• Ability to perform extensive cash handling.
• In-depth knowledge of retail policies and procedures to perform essential duties with minimal supervision.
• Ability to interact comfortably and confidently with the public.
• Ability to take initiative and use sound judgment in decision-making and problem resolution.
• Ability to act as a leader and resource for customers and the platform team.
• Ability to demonstrate company core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.
• Flexibility in scheduling.
• Ability to comply with dress code guidelines.

Responsibilities

• Listen to customers, ask questions to understand their needs, and guide them to appropriate financial solutions and business partners.
• Follow up on customer questions, resolve issues, and communicate responsively and clearly.
• Maintain confidentiality of customer business and comply with the Bancorp Code of Business Conduct and Ethics and related policies.
• Collaborate with the Financial Center Manager to complete monthly cash counts and gather and report monthly FCA requests.
• Perform daily office responsibilities with Customer Service Representatives and Bankers to support efficient office operations.
• Maintain balancing records in accordance with policy, identify and correct outages, and assist others as needed.
• Keep current on bank policies and financial center procedures, including changes.
• Use sound judgment and follow established guidelines and procedures.
• Assist in training newly hired Customer Service Representatives.
• Identify customer needs during interactions and outreach, and refer customers to Bankers and business partners as appropriate.
• Build and maintain knowledge of retail products and services.
• Use appropriate tools to track referrals to personal bankers and business partners.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits supporting employees and their families' physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED